Customs coaters worldwide face the growing challenges of meeting customer’s expectations for finishing quality on a vast array of metals and other substrates. The definition of "finishing quality" and "customer’s expectations," however, may not be as easy to determine as one would think. What are the quality requirements and concerns? And what are the customers’ expectations for the performance and cosmetic attributes of the finish?

There are two basic methods that can be used to acquire this information: the proactive method or the reactive method. The proactive method is based on sound business practices utilizing the management tools that are part of a complete quality management system. This includes the support data gathered by completing a formal request for quote document for the identification and documentation of the critical data necessary to process parts in accordance with the customer’s needs. The reactive approach is the trial and error method for meeting the customer’s requirements that typically begins and often ends with the color match. This approach is risky, costly, and generally unacceptable to the standards that drive successful companies.

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